Customer Experience Manager

Sainsbury's; Cockermouth; On-site; GBP 80,000 - 100,000; Full time

Job summary

A major UK retail chain in Cockermouth is hiring a Customer Experience Manager to enhance customer service and lead store operations. This role involves managing checkout efficiency and team performance while ensuring a great shopping experience. Ideal candidates will have a strong background in operational management and customer service. The position offers competitive benefits including discounts and an annual bonus scheme.

Benefits

10% discount on shopping

Annual bonus scheme

Free food and drinks for employees

Generous holiday entitlement

Pension contribution match

Wellbeing support

Cycle to Work scheme

Qualifications

• Previous line management responsibilities in a fast-paced, operational environment.
• Manage disciplinaries and performance issues effectively.
• Coaches a team to deliver excellent customer service.

Responsibilities

• Take responsibility for the customer experience across the store.
• Manage front-end checkout operation.
• Oversee petrol station operations if present.
• Ensure colleagues are directed and supported.
• Lead teams in store management.

Skills

Line management experience in operational environment

Customer service obsession

Performance management

Ability to lead operations alone

Job description

What you’ll be doing:

• Taking responsibility for the overall customer experience across the store from the checkout to back of house ensuring we deliver on our customer commitments
• Managing the front-end checkout operation, ensuring all our customers are served in line with our expectations
• Managing operations in our petrol station (If your shop has one)
• People management is a big part of the role, managing performance and capability, conducting disciplinaries and ensuring scheduling and pay are accurate.
• At times you may assume overall responsibility for running the store, making sure that all colleagues are given direction and support to deliver for the customer.

What makes a great customer experience manager:

• Previous line management responsibilities in a fast-paced, operational environment.
• Someone who is truly obsessed with customers and service, and coaches a team to do the same.
• Delivers KPI's or other performance indicators.
• Can manage disciplinaries, performance issues or other similar employee relations issues.
• Leads operations and comfortable doing this alone in the absence of more senior management.

Qualifications

Working for us has great rewards

Salary will be dependent upon your experience as well as the store size, complexity and location. Alongside this, we also offer a great range of benefits for our managers, including:

• Discount card – 10% discount off on your shopping at Sainsbury’s, Argos, Tu and Habitat after fourweeks. This increases to 15% discount off at Sainsbury’s every Friday and Saturday and 15% off at Argos every pay day.
• An annual bonus scheme based on our, and your, performance.
• Free food and hot drinks provided for Colleagues in all our stores.
• Generous holiday entitlement, maternity and paternity leave.
• Pension – we’ll match 4-7.5% of your pension contributions.
• Sainsbury’s share scheme – build up an investment at discounted rates.
• Wellbeing support – access to emotional support, counselling, legal and financial advice.
• Colleague networks – link with like-minded people to help fulfil your potential.
• Our Cycle to Work scheme gives you the opportunity to hire a new bike and cycling equipment, whilst saving on tax and NI.
• Special offers on gym memberships, restaurants, holidays, retail vouchers and more.

An inclusive place to work and shop:

We are dedicated to being a truly inclusive retailer, where every colleague can achieve their full potential and every customer feels welcome when they shop with us.

To support this commitment, our colleagues may be entitled to a range of enhanced discretionary leave for families, as well as support for carers. We provide our colleagues resources to help them understand and support their role and their team effectively. Our internal colleague networks seek to ensure true representation for everyone, helping us identify and remove barriers that our colleagues may face. We are proud to offer a range of development opportunities, including mentorship, training, and career progression pathways, to help our colleagues grow and succeed. We also celebrate diversity through various initiatives and events, fostering a culture of inclusion and respect. If you would like to learn more about our commitment to inclusivity, please take a look here .

Should you require any reasonable adjustments during the application or interview stages, please let us know, and we will endeavour to support you.

Responsibilities

Leading in our stores:

Our management teams don’t just run stores - they’re the driving force behind our business. With bold leadership, a passion for service and an eye for opportunity, they empower teams to raise the bar every single day for our customers. Whether it's product availability, safety standards, or delivering seamless daily operations, they’re hands-on, sleeves-rolled-up changemakers. And the impact? Work becomes more rewarding for our colleagues, and shopping becomes a next-level experience for every customer who walks through our doors. This is how we bring our purpose to life, one powerful action at a time.